ITIL® Foundation

ITIL® Foundation provides general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.

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Target Audience

Why IT Management needs the ITIL® Foundation

ITIL® is designed to provide insight into the basic processes of Service Management, understanding, and is therefore suitable for anyone working in an IT Services environment or anyone wishing to know-how of a good process.

  • IT Management (IT Management)
  • IT Consuting (IT setup and optimization)
  • CFOs (how to invest and charge IT services)
  • Project managers (responsibility for IT projects)
  • Enterprise Architects (Design Architecture Development)
ITIL Foundation target group

Knowledge objective


  • Practicing Service Management
  • The IT Service Lifecycle Overview
  • Introducing IT Service Management
  • Key metrics and management reporting
  • A high level description of the main activities, goals and benefits
  • Process interrelationships and interdependencies, what “process integration” and “business integration” really mean

Organisational Benefits

  • Increased customer retention via improved customer satisfaction
  • Improved productivity through more efficient and effective processes
  • Competitive advantages through improved speed to market of IT goods and services
  • Reduced costs achieved through fewer incidents caused by failed change (less rework)
  • Better adherence and compliance to contractual obligations in turn reducing legal risk and the associated costs
itil framework diagram

Agenda

Day 1
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09:00 - 10:30

** Introduction to ITIL **

  • Best practice
  • Adaptation of ITIL in practice
  • Certification scheme, exams

** ITIL Library **

  • Principles of ITIL & ITSM
  • Benefits of IT Service Management
  • ITIL for users, business, it management

10:30 - 10:45

Coffee break

10:45 - 12:15

** Continuous Service Improvement **

  • Design and development of benefits of IT services
  • The importance of better design, implementation and support of operations
  • Improving the quality of services, ensuring the availability of traffic and quality
  • The relationship between Service Strategy, Operation, Transition and Design

12:15 - 13:15

Lunch

13:15 - 15:00

** Service Operation **

  • Management of operational IT processes
  • Benefits for clients (users) and service providers
  • Changes and stabilization of operational activities in IT using ITIL®
  • ITIL® as an IT Service Management customer support tool

15:00 - 15:15

Coffee break

15:15 - 17:00

** Service Transition **

  • Upgrade processes and services with ITIL
  • Service transition chapter closes # 1. the course
  • Study recommendations, homework ITIL® scenarios

** Assignment **

  • Practice tests with preparation for certification
  • Test set focused on the knowledge acquired so far

Day 2
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09:00 - 10:30

** Recapitulation of the 1st day **

  • Service Transition
  • Design of new services in Service Design
  • Development and improvement of the transition of IT services

** Service Transition II. **

  • Methodology of optimal transition, service upgrade
  • Management of complex services, change, transformation
  • Service innovation, defense against adverse effects

10:30 - 10:45

Coffee break

10:45 - 12:15

** Service Design **

  • Design and development of IT services
  • Methodology and principles of ITSM
  • How to transform strategy into practice

12:15 - 13:15

Lunch Lunch Menu

13:15 - 15:00

** Service Design II. **

  • Design of new services in practice
  • Or change existing ones
  • Improving IT

15:00 - 15:15

Coffee break

15:15 - 17:00

** Assignment II. **

  • ITIL practice tests
  • Evaluation and analysis of knowledge

Day 3
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09:00 - 10:30

** Recapitulation of the 2nd day **

  • Service Design
  • Service Transition
  • Life cycle of IT services

** Service Strategy **

  • Design, development and implementation of ITIL®
  • Setting goals and expectations from the IT Services Strategy
  • Analysis, specification and prioritization of ITSM opportunities
  • Service Management as a strategic asset of IT dept.

10:30 - 10:45

Coffee break

10:45 - 12:15

** Service Lifecycle **

  • Workflow
  • Operational and strategic level

** ITIL and benefit review **

  • Development of methodology
  • Strategic management

12:15 - 13:15

Lunch Lunch menu

13:15 - 15:00

** ITIL Exam Preparation **

  • Tips and tricks
  • Important topics, exercises

15:00 - 15:15

Coffee break

15:15 - 17:00

** ITIL Foundation Exam **

  • 75min.
  • A total of 40 questions
  • Min. 65% success rate (26 of 40 questions)

What you will learn in training: Key ITIL® concepts, areas and definitions. How ITIL® helps you solve problems in practice. Life cycle, relationships between processes. Structure, processes and support services of all 5 parts. A detailed overview of the certification and accreditation scheme.

  • Block duration 90 minutes
  • Hours 24 hours
  • Refreshments Yes
  • Exam Yes

Ivan Gašparovič

Professional ITIL, Agile, Project (PRINCE2, PMI), Programme, Portfolio Manager. 

Jiří Pilný

15 years of experience with standards of IT Service Management, ITIL, project management. Game Leader for business simulations that will help you use the methodology to increase the applicability of standards in practice. His most successful projects include:

  • Office online
  • Parking Liberec
  • MS Tools for budget management, investments, subsidies
  • PRINCE2® Accelerator (SW solution according to PRINCE2 methodology)

Linda Břeská

Linda's courses are full of practical experience. It has excellent ratings and often standing ovation.

Since 2006, Linda has been dedicated to implementing IT Service Management, helping graduates to develop internal methodologies such as IS Service Delivery, SLAs setup and management, Service Desks implementation projects, and more IT4IT managerial and other best practices.

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Certification

ITIL® Foundation | Axelos Accredited

Axelos / PeopleCert

Did you decide to upgrade the certificate? Congratulations! Each successful graduate will also receive a certificate issued by the owner of the Axelos methodology. EI (Examination Institute) PeopleCert.

  • The Certificate in English
  • Court expert's translation upon request
  • The ITIL Foundation Certificate from Axelos has lifetime validity
itil foundation certificate axelos peoplecert

Exam info

Our ITIL® training programme is an excellent introduction to the ITIL® best-practice IT Service Management Framework. It gives you a solid base for improving your success at work and/or continuing your development through the ITIL® Intermediate courses.

ITIL® Foundation certification is essential for those who want to continue with the ITIL® Practitioner, which contains 80% of the practical ITIL® implementation with the knowledge you get here at Foundation level.

  • Closed book
  • Duration: 60 minutes
  • Pass mark of 65% or 26/40
itil foundation zkouška

Graduate ratings

Excellent review from 1573 reviewers

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